Technical Support Specialist - 100% Remote - EMEA

This a Full Remote job, the offer is available from: EMEA NOTE: This is a FULLY remote role, but the candidate must be within EMEA to collaborate with their team, peers, and internal customers. You do not have to be in the specific country or city shown in this listing Trusted by 20,000+ property managers worldwide, Hostaway is an industry leading, AI-powered vacation rental management platform designed for professional short-term rental operators. Hostaway brings everything together for greater efficiency and faster growth. Profitable, high-growth, and the first short-term rental PMS unicorn 🦄. Join us at our most exciting stage yet! Learn more about our recent valuation and story here. About the role Hostaway is looking for a tech-savvy Technical Support Level 1 Specialist to join our team, supporting our growing European customer base, with a focus on Spanish- and English-speaking markets. In this role, you’ll develop deep knowledge of our B2B SaaS product portfolio and provide high-quality technical support to help customers get the most from our platform and grow their short-term rental bookings. You’ll work primarily with customers in Spanish and English, with French language skills considered a plus to support our French-speaking customers when needed. Join us to make a real impact in a fast-growing company! Your mission

• Provide customer support via phone, chat, and email, ensuring timely, clear, and helpful responses to customer inquiries.
• Diagnose and troubleshoot technical issues customers experience with our SaaS platform, including software functionality, configuration, and integrations.
• Collaborate closely with internal teams, including Product Development and QA, to escalate and resolve complex technical issues.
• Document and track customer inquiries, issues, and resolutions in our support system.
• Proactively identify opportunities for process improvements and contribute to knowledge base articles and support documentation.
• Assist with product demonstrations and customer training sessions when needed.
• Stay up to date with the latest product features, enhancements, and industry trends to effectively support customers and provide valuable feedback to internal teams.

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